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Automatic Call Distribution (ACD) basics
44 Communication Manager Guide to ACD Call Centers
Queue status lamps
The lamps associated with the queue status buttons provide the following information:
Display buttons
The following telephone buttons control the information that appears on the display:
Split supervisor telephone buttons
A split supervisor is normally assigned to each split. The capabilities that allow monitoring
of agent performance, adding and removing agents, and performing other split-related
activities must be assigned with separate communication server administration
procedures.
NQC
The lamp associated with the NQC (Number of Queued Calls) button tells the
agent that calls are in queue and when the number of calls in queue has met or
exceeded the assigned queue threshold for the split. If no calls are in the split’s
queue, the status lamp associated with the button is dark. When one or more calls
are in queue, the lamp lights steadily. When the number of calls in queue reaches
the assigned queue threshold, the lamp flashes on and off.
OQT
The lamp associated with the OQT (Oldest Queued Time) button tells the agent
that calls are in queue and when the oldest call in queue has been waiting longer
than the assigned wait time threshold (0 to 999 seconds) for the split. If no calls are
in the split’s queue, the status lamp is dark. When calls are in queue, the lamp
lights steadily. When the assigned wait time threshold has been met or exceeded
by the oldest call in queue, the lamp flashes on and off. A flashing queue status
lamp tells agents they need to handle calls more quickly. The thresholds that
cause the lamps to flash and the telephone buttons are assigned through
communication server administration.
Auxiliary queue
status lamps
An auxiliary queue status lamp indicates that either the Number of Queued Calls
threshold or the Oldest Queued Time threshold has been reached. The lamp lights
when the assigned threshold is met or exceeded. Unlike the lamps on a telephone,
the auxiliary queue status lamp does not indicate when calls queue to the split.
NORMAL
Press this button to display information about the active call appearance. Press this
button to display incoming call information (either an extension-in call or an
intraflowed/interflowed call) for a different call appearance.telephone